Customer expectations are rising faster than steroid use in Major League Baseball (MLB) – and companies are responding even slower than the MLB. Wait much longer to meet customers’ new expectations and your company may see its reputation tarnished, too.
Customers want you to cut something from their experiences with you. Can you guess what it is?
Is it time for your customer service to go mobile? This statistic might sway your opinion.
If your contact center can’t answer customers’ questions through online channels quickly, you may be losing more sales than you imagined.
Mostly younger customers crave customer service help online, right? Not so fast …
Online help from your contact center can’t take a back seat anymore. Customers expect more.
If you think your online customer service tools are helpful enough, new research suggests you might be mistaken.
Do you really need another person at the c-level – as in a Chief Customer Officer? If you want to increase profits, the short answer is …
When customers can’t get questions answered or issues resolved online, it could cost you millions.
Contact centers have long been considered a back room function of companies. Not anymore, say many executives.